Coveo for Salesforce
Service Cloud

Provide proactive content recommendations for agents directly in the Service Cloud

Transform Your Contact Center

Unleash your enterprise knowledge and empower your agents with the actionable intelligence they need to deliver the best service possible, right in Salesforce.

Intelligent Search That Makes Your Agents More Proficient & Productive

Give agents the answer before they even ask

Give agents the answer before they even ask

Proactively recommend case-resolving content & experts based upon the details of the case-at-hand to accelerate case resolution, minimize escalations and boost agent productivity.

One search. All content. Without leaving Salesforce.

Let agents swiftly search all of the applications and databases where case-resolving content resides. Search securely across SharePoint, Jira, Confluence, Dropbox, Lithium, Chatter Answers, Gmail, multiple Salesforce orgs or any other source without ever leaving the Service Cloud console.

Let agents swiftly search all of the applications and databases where case-resolving content resides. Search securely across SharePoint, Jira, Confluence, Dropbox, Lithium, Chatter Answers, Gmail, multiple Salesforce orgs or any other source without ever leaving the Service Cloud console.

Upskill your agents

Upskill your agents

Empower your team with the intelligent, intuitive knowledge access they need to become more proficient and solve even complex cases faster without the need to escalate.

Give Your Agents the Right Information at the Right Time

Make Knowledge-Centered Service (KCS) a reality

Give your agents all the tools they need to drive KCS, right in their Service Cloud console. Single-click KB article creation, on-the-fly attachments to case feeds, and automated expertise-finding make KCS part of the agent workflow.

Give your agents all the tools they need to drive KCS, right in their Service Cloud console. Single-click KB article creation, on-the-fly attachments to case feeds, and automated expertise-finding make KCS part of the agent workflow.

Know exactly how your agents are finding information

Know exactly how your agents are finding information

A powerful analytics and reporting engine fully integrated with Salesforce provides you with complete line-of-sight into how your agents search for and use case-resolving content, so you can find & fill content gaps, and identify potential issues fast.

Tune with precision to maximize your customer service KPIs

Swiftly tune how agents find case-resolving content with easy-to-use tools, a flexible thesaurus engine, and drag-and-drop WYSIWYG configuration of the agent search experience.

Swiftly tune how agents find case-resolving content with easy-to-use tools, a flexible thesaurus engine, and drag-and-drop WYSIWYG configuration of the agent search experience.

Designed for the Enterprise Contact Center

Fully integrated into Salesforce. Easily configurable.

Fully integrated into Salesforce. Easily configurable.

Delivered as a SaaS offering, Coveo deploys seamlessly with Service Cloud, fully supports Salesforce Knowledge, Chatter, Communities, multiple Salesforce orgs, and can be integrated with any Force.com app. Its user-friendly Interface Editor makes configuring search experiences a breeze, while a complete JavaScript UI toolkit puts you in control of the experience.

Scalable cloud architecture

A fully decoupled design architecture and highly elastic processing capabilities means Coveo for Salesforce delivers fast indexing, rapid content processing, and sub-second query time performance at any scale.

A fully decoupled design architecture and highly elastic processing capabilities means Coveo for Salesforce delivers fast indexing, rapid content processing, and sub-second query time performance at any scale.

Enterprise-grade security

Enterprise-grade security

Meets the most stringent of security protocols and enterprise-grade requirements for availability and data integrity, including 256-bit data encryption (in-transit and at rest). Coveo’s library of 50+ indexing connectors honor the security of each source system, so people see only what they should.

Built on Industry-Leading Search Technology

Gartner named Coveo a Leader in its Magic Quadrant for Insight Engines, the latest evolution of the Magic Quadrant for Enterprise Search. Find out how and why Insight Engines will help your business achieve real, measurable results - and how to find the right solution for your Service Cloud.

Read the report

Gartner named Coveo a Leader in its Magic Quadrant for Insight Engines, the latest evolution of the Magic Quadrant for Enterprise Search. Find out how and why Insight Engines will help your business achieve real, measurable results - and how to find the right solution for your Service Cloud.

Read the report

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